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Digital Operations Manager, UPM

Job Details

Job Location

Unity School of Christianity - Unity Village, MO

Position Type

Full Time

Description

**Position Summary:** Seeking an experienced and compassionate Manager to co-lead and oversee the digital operations within the Unity Prayer Ministry. UPM is a global prayer ministry that offers spiritual support and resources to individuals seeking prayer. This position works in partnership with the UPM leadership team and is responsible for overseeing and optimizing all digital communication channels within UPM, while maintaining the high standards of service in alignment with organizational expectations and the Unity tradition of 24/7 affirmative prayer support. This role combines strategic oversight with hands-on operational management to ensure seamless, high-quality digital interactions for constituents.

Essential Job Functions:

Essential to this role is having a clear understanding of Unity’s theology and its relationship to Affirmative Prayer. This includes being able to articulate the difference between what Unity believes and practices in contrast to how prayer is practiced within other faith-based organizations.

1. Oversee the day-to-day operations of all digital communication channels and processes. Monitor real-time performanceand other key performance indicators to optimize resource allocation and meet service targets. Ensure service level agreements (SLAs) are met, ensuringseamless delivery of affirmative prayer to all constituents.

2. Lead, train, and mentor a diverse team of prayer associates. Provide ongoing coaching to ensure high performance, empathy, and adherence to service standards.

3. Analyze key performance indicators (KPIs) for digital channels, such as response time, resolution rate, and customer satisfaction scores. Use data to identify trends, pinpoint areas for improvement, and create reports for senior leadership.

4. Act as a subject matter expert for all digital engagement platforms and tools. Work with IT to troubleshoot issues, implement system upgrades, and explore new technologies to enhance the digital customer journey.

5. Support development and implementation of a digital operations strategy aligned with overall business goals. This includes identifying new digital channels, improving existing ones, and integrating them into a cohesive customer experience

6. Exercise excellent interpersonal, problem-solving, communication and leadership skills, collaborating with other UPM leaders to ensure a cohesive and integrated approach to service delivery.

7. Maintain a deep understanding of the principles and teachings of Unity to guide decision making. Stay abreast of industry trends and best practices in Unity, contact center management, and digital operations, proactively seeking opportunities for innovation and growth.

8. Foster an environment of inclusivity, respect, and understanding, supporting various spiritual beliefs and backgrounds in alignment with Unity World Headquarters core values.

9. Regular and reliable attendance at the worksite, hybrid, or work from home and adhere to assigned schedule commitments.

10. Adhere to all company and departmental policies and procedures per the guidebook including all safety requirements.

11. Utilize electronic time management system to input time, attendance, and paid time off requests for direct reports.

Qualifications

**Education:** Bachelor’s degree in Business, Communications, Marketing, or a related field.(e.g., theology, counseling, spiritual studies) and/or equivalent work experience in a contact center.

Experience:

1. Proven experience in contact center management and proficiency in using contact center technologies

2. Competence with digital communication platforms

3. Strong analytical skills with the ability to interpret data and make data-driven decisions.

4. Exceptional communication and interpersonal skills.

5. Demonstrated leadership and team management skills

6. Excellent organizational and problem-solving abilities.

7. Understanding of Unity’s spiritual principles and an ability to provide affirmative prayer support and guidance.

8. Commitment to personal growth and spiritual development.

Computer Skills:

+ Advanced proficiency with MS Office Suite: Word, Excel, Outlook, PowerPoint, and Teams.

+ Contact center management software and digital communication tools

+ Competence in using and troubleshooting computer, device applications, and social media platforms.

Competencies:

+ **Culture of Service:** Able to support a positive team environment in which members participate, respect, and cooperate with each other to achieve desired results.

+ **Values** : Demonstrate Unity Headquarters core values: inspiration, inclusiveness, innovation, creativity, community, and service.

+ **Organization:** Multi-task in a fast-paced environment while staying organized

+ **Confidentiality** : Able to maintain confidentiality in accordance with HIPAA and departmental guidelines.

Physical and Mental Requirements:

**N/A** Not Applicable Activity Not applicable to this occupation

**O** Occasionally Position requires this activity up to 33% of the time (02.5+ hrs/day)

**F** Frequently Position requires this activity up to 33% of the time (02.5-5.5+hrs/day)

**C** Constantly Position requires this activity more than 66% of the time (5.5+ hrs/day)

C Indoor Work

C Use of Hands/Fingers

O Outdoor Work

F Sitting/Workstation

O Lifting 10 Max lbs. individually

O Carry 10 Max lbs.

C Read/See

F Standing/Walking

C Talk/Communicate

C Operate Computer

C Operate Company Equipment:

_Telephone system, headset, calculator, copier, call center scheduling software, other office equipment_

**Work Environment:** Contact Center Environment

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.